Head, Customer Fulfilment at Maurice Xandra Solutions

KEY RESPONSIBILITIES

Customer Experience Strategy Development:

• Develop and implement comprehensive customer experience strategies to enhance customer satisfaction, loyalty, and retention.
• Align customer experience initiatives with the company’s mission and strategic goals.

Team Leadership and Development:

• Build and lead a high-performing customer experience team.
• Provide guidance, mentorship, and professional development opportunities to team members.
• Foster a culture of continuous improvement and customer-centricity within the department.

Customer Feedback Management:

• Design and implement systems to collect, analyze, and act on customer feedback.
• Utilize customer insights to drive continuous improvements and innovation.

Customer Journey Optimization:

• Map and analyze the entire customer journey, identifying pain points and opportunities for enhancement.
• Collaborate with cross-functional teams to ensure a seamless and delightful customer experience across all touchpoints.

Customer Support Operations:

• Oversee the operations of customer support channels, including email, phone, live chat, and social media.
• Ensure timely and effective resolution of customer inquiries and issues.

Process Improvement and Efficiency:

• Design and optimize customer service processes and systems for efficiency and effectiveness.
• Implement best practices and innovative solutions to enhance service delivery.

Customer Communication:

• Develop and implement communication strategies to keep customers informed and engaged.
• Craft clear and compelling customer communication materials, including emails, FAQs, and knowledge base articles.

Performance Measurement and Reporting:

• Establish and track key performance indicators (KPIs) to measure the success of customer experience initiatives.
• Provide regular reports and insights to the executive team on customer experience performance.
• Continuously interpret and provide reports from insights on customer engagements and behavior.

Cross-functional Collaboration:

• Work closely with product development, marketing, sales, and IT teams to align customer experience efforts with business objectives.
• Ensure that customer feedback is integrated into product and service improvements.

Technology and Tools:

• Oversee the selection and implementation of customer support technologies, CRM systems, and digital communication tools.
• Ensure that customer experience tools are used effectively to enhance service delivery.

Risk Management and Compliance

• Identify and mitigate risks related to customer experience.
• Ensure compliance with relevant regulations and industry standards

SKILLS, QUALIFICATIONS AND EXPERIENCE

• B.Sc. degree in Business Administration, Marketing, Customer Experience Management, or a related field. MBA desirable
• Minimum of 8 years of experience in customer experience management, with at least 5 years of experience in a leadership role, managing and developing high-performing customer service or experience teams.
• PMP certification desirable.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines.
• Meticulous attention to detail and accuracy.
• Experience within the tech, fintech, or e-commerce sectors, with an understanding of the company’s market and customer base.
• Demonstrated ability to develop and implement customer experience strategies that align with business goals and drive measurable improvements.
• Strong experience in collecting, analyzing, and acting on customer feedback to drive continuous improvement.
• Proven ability to work effectively with cross-functional teams, including product development, marketing, sales, and IT, to enhance the customer experience.
• Experience in designing and optimizing customer service processes and systems for efficiency and effectiveness.
• Familiarity with customer support technologies, CRM systems, and digital communication tools.
• Experience managing customer experience projects from conception through to successful completion.
• Strong analytical skills with the ability to use data to drive decision-making and measure the success of customer experience initiatives